ORR is committed to ensuring its beneficiaries, including refugees and other ORR-eligible populations, receive quality and timely services, according to program requirements. If you or someone you know has a complaint about any ORR-funded resettlement program service, you may notify the ORR Refugee Programs Grievance Response Team by emailing: RefugeeProgramsGrievance@acf.hhs.gov. ORR encourages all populations (refugees, asylees, Cuban and Haitian entrants, Afghan and Iraqi Special Immigrant Visa holders, victims of trafficking, and Afghan and Ukrainian humanitarian parolees) served by its resettlement programs to utilize this email to address any programmatic or service concerns.
Include the below information in the email:
- Beneficiary’s full name
- Beneficiary’s contact information (email and/or phone)
- Beneficiary’s date of arrival in the U.S. or community
- The ORR program(s) beneficiary is/was enrolled in (if known)
- The name of the agency or organization that provided the ORR-funded service(s)
- The location (city and state) of the agency or organization that provided the ORR-funded services
- A description of the complaint
- If you are writing on behalf of an ORR beneficiary, please include your name and contact information.
- To protect privacy, if possible, password-protect the email before sending and send a separate email with the password.
The Grievance Response Team reviews all received grievances during regular business hours (9 am-5 pm Eastern, Monday through Friday) and will follow up accordingly. The team may request additional information or clarification. The email box is not staffed nights, weekends, and federal holidays and is not an emergency response mechanism. Call 911 for emergencies.